Quizlet’s mission is to help students (and their teachers) practice and master whatever they are learning. Every month more than 50 million active learners from 130 countries practice and master more than 300 million study sets on every conceivable topic and subject. We are developing new learning experiences by modeling how students learn and drawing upon knowledge acquisition, retention, and pedagogy in cognitive science. We are always seeking to help students master any subject by optimizing study efficiency and engagement.

The Quizlet User Operations team helps students and teachers use our products successfully and works to encourage a user-centered culture at Quizlet. We support a global user base of students and teachers who rely on Quizlet to power their learning.

We are seeking a Support Operations Lead to specialize in Trust and Safety (T&S) operations within the User Operations team. This area of operations includes direct user support via email on topics related to T&S, content moderation, spam, and other compliance- and safety-related tasks. All of these activities promote user safety and positive user experiences while maintaining compliance with external and internal standards. This role will report to the Director of User Operations while working closely with the Support Operations Manager on procedures and resourcing. Additionally, the Support Operations Lead will partner with the Head of Trust and Safety to align on the policies applied in the operations realm.

The Support Operations Lead will play a central role in meeting current demands while building scalable solutions to address future needs. Data-driven decision making and planning are essential, along with the capacity to use good judgment and incorporate precedent.

Responsibilities

• Triage and resolve inbound user support inquiries related to T&S
• Evaluate and handle escalated support inquiries and content moderation items through to resolution
• Oversee and train outsourcing vendor(s) where aspects of T&S operations work are allocated
• Create and maintain documentation for training 
• Identify trends to enhance team processes and improve efficiency
• Partner with the T&S team to become the subject matter authority within User Operations across domains including copyright, academic integrity, and user safety practices
• Partner cross-functionally with product development and T&S teams on creating and maintaining the tools and systems required to operate and achieve goals 
• Demonstrate exceptional judgment in handling sensitive issues 
• Own individual and team performance KPIs, setting clear targets and plans to ensure that goals are met

Qualifications

• 3+ years of experience in an operations role with experience directly supporting users/customers and handling escalated cases 
• Past experience building subject matter expertise in a function, ideally in the realm of T&S in a consumer product environment
• Demonstrated success with enhancing processes with a bias for efficiency
• A mindset and skillset for recognizing and mitigating risk
• Proven ability to be adaptable and comfortable with ambiguity
• Self-directed with a knack for solving problems and getting things done
• Discrete and comfortable with sensitive material
• Able to travel on an as-needed basis to domestic and international destinations to manage and foster relationships with vendors. The expectation is likely 2-4 trips per year.

We hope you are excited about everything you read so far. We highly encourage you to apply for this position, even if you feel you do not meet all the requirements. Quizlet is always looking for amazing folks that believe in our mission and can contribute to our team in various ways - not merely candidates that fit a certain mold.

Quizlet's Team Culture

We are here to make education better and more accessible. We strive to improve the lives of students and teachers at every stage and in every setting. We have a bias for action, take initiative, and hustle to deliver results. We make informed decisions whenever possible but are unafraid to take calculated risks on great ideas to promote learning. We embrace challenges and see effort as the path to mastery. We’re constantly seeking opportunities to learn and we embrace curiosity. Quality matters at Quizlet, and we hold the bar high on everything we do. We sweat the details and take personal accountability and pride in anything that carries the Quizlet name. We speak up, jump in and work with each other to fix problems, and never say "that's not my job." We treat each other with honesty and respect, encourage vigorous debate, and seek critical feedback. We value diversity, humility, transparency, and collaboration as the best paths to our success — as individuals, as a team, and as a company.

Quizlet’s success as an online learning community depends on a strong commitment to diversity, equity and inclusion. We are actively working to build a team that is representative of the diverse communities we serve, and an open, inclusive work environment where all employees can thrive. As an equal opportunity employer and a tech company committed to societal change, we welcome applicants from all backgrounds. Women, people of color, members of the LGBTQ+ community, individuals with disabilities, and veterans are strongly encouraged to apply. Come join us!